64571: Acronis Cloud Security: Why are the Antivirus scans and/or Active Protection installation failing in Acronis Cloud Security?

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Last update: Wed, 2020-04-29 15:30

Issue

I see my Antivirus (AV) scans and/or Active Protection (AP) installation failing in Acronis Cloud Security. What might be causing this, and how do I fix it?

Resolution

If the AV scans and/or the AP installation are failing, this is most likely due to the failed AV definitions updates on the Hyper-V hosts. Please perform the following steps for each of the Acronis Cloud Security products:

  • Check AV definitions updates from Setting>Antivirus>General
    • Check the last definitions update information on each host
    • Perform immediate definitions update by clicking on the Update button for a particular host or the Update All button for all hosts
  • Acronis Cloud Security with Kaspersky:
    • Check 5nine.Antivirus.UpdateService state on the Management Server. Acronis Cloud Security with Kaspersky AV has the centralized mechanism to get the AV definitions. All the AV databases are collected on the Management Server, and then distributed to each Hyper-V host. 
    • In order for the AV updates to work properly, Internet access should be opened on the Management Server and connections should be allowed on the TCP local ports 8183 and 8939 through which the Hyper-V hosts will receive the  AV definitions. See How can I ensure that my Acronis Cloud Security product is operating correctly?
  • Acronis Cloud Security with Bitdefender & Acronis Cloud Security with ThreatTrack:
    • Verify that the host is able to access the internet directly or via a proxy dedicated for AV Updates

Note: Acronis Cloud Security Management Service uses the same interface with the AV Management Service of another Acronis product – Acronis Manager with AV. Even if the Acronis products are used to manage different Hyper-V hosts, they will still run into a conflict and the AV feature will not work if they are running on the same server. Therefore, placing of Management Services of different Acronis products on the same machine is not supported. When you install Acronis Cloud Security in your environment, it is recommended to use Acronis Manager without AV feature instead of Acronis Manager with AV version on the hosts that are managed by Acronis Cloud Security. Acronis Cloud Security covers AV requirements while Acronis Manager without AV will perform management functions. 

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